Patient Service Representative- Family Practice

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Woodridge (IL); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Tuition reimbursement

401(k) match

Paid volunteer time off

Parental leave (up to 12 weeks)

Life and disability insurance

Mental health benefit

Job summary

Duly Health and Care in Woodridge, IL is seeking a Patient Service Representative to join our Family Practice team. This full-time role supports front-desk operations, appointment scheduling, and patient access using EPIC and other systems.

Strong communication, attention to detail, and a patient-first approach are essential for success. Responsibilities include check-in/out, insurance verification, copay collection, and coordination of referrals.

Qualifications

• Minimum 1 year of experience in a medical office or clinical setting preferred.
• Receptionist/front desk experience strongly preferred.
• Proficiency with EMR systems and insurance verification.

Responsibilities

• Greets patients at check-in/check-out and schedules appointments.
• Coordinates provider schedules to improve access and reduce wait times.
• Updates patient demographics and insurance in EPIC; handles forms and communications.
• Collects copayments and receipts; reconciles daily transactions.
• Answers multi-line phone system and routes inquiries; schedules follow-ups.
• Maintains HIPAA compliance and protects patient confidentiality.

Skills

Customer service

Phone etiquette

Communication

EPIC knowledge

Insurance verification

MS Office

Attention to detail

Education

High School diploma

Tools

EPIC EMR

Job description

Position Highlights

Patient Service Representative - Woodridge - Family Practice Full-Time, 40 hours per week

Clinic Hours: Monday-Friday, 8:00AM-7:00PM; rotating Saturday, 8:00AM-2:00PM

Location: Woodridge, Illinois

Travel: As needed.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Essential Duties and Responsibilities

• Greets patients warmly and professionally during check-in, check-out, and appointment scheduling. Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
• Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
• Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
• Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
• Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
• Clearly communicates information about Duly clinical personnel to patients and other individuals.
• Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Reviews performance dashboards daily to monitor key metrics in Scheduling & Access,Workflow, Patient Contact, and Satisfaction; identifies gaps to target and proactively escalates issues, suggests improvements, or adjusts workflows to drive results.
• Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
• Monitors patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.
• Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.

Education and / or Certification/Licensure

• High School diploma or equivalent required

Experience

• Minimum 1 year of experience in a medical office or clinical setting preferred
• Prior experience in a receptionist or front desk role strongly preferred

Knowledge, Skills and Abilities

• Exceptional customer service skills and passion for serving others.
• Outstanding verbal and written communication skills.
• Proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Skilled in operating phones, personal computers, software and other basic IT systems.
• Proficient in Microsoft Office Suite products including Excel, Word and Outlook.
• Detail-oriented with excellent organizational and time-management skills.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.

Physical and Mental Demands

• Ability to sit, stand, walk, bend, and stretch for extended periods
• Vision must be correctable to 20/20; normal hearing required for phone communication
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of $17.00-$24.00/hour, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Lets start with what matters. People. Purpose. Care. At Duly Health and Care, we believe healthcare works best when its personal, connected, and led by people who truly care. We are a physician-led medical group built on trusted relationships, teamwork, and a shared commitment to putting patients first in every decision we make. Our team members are caregivers, collaborators, problem-solvers, and leaders. Together, we show up with compassion, act with purpose, and take ownership of the care we deliver and the experience we create. Whether youre caring directly for patients or supporting the teams who do, your role matters here, and your voice is valued. We listen with intention, work as one, and challenge ourselves to keep improving, not for recognition, but because our patients, families, and communities count on us. Innovation at Duly isnt about chasing whats next for its own sake. Its about finding better ways to deliver high-quality, affordable, and accessible care, today and into the future. If youre looking for meaningful work, supportive teammates, and the opportunity to help shape the future of care while staying grounded in compassion and community, youll find your place at Duly.

If you have questions, please connect with your leader or HR Business Partner for support.